Vonage Network, LLC

Jpmorgan Chase Bank, N.a.

Vonage Business Limited

Vonage America Inc.

Vontage Network, LLC

Casem Majd

Nirav J Kadakia

Andrew Bucko

Jason Farkas

Stephen Vansaders

Kenneth Viaud

Marek Rusinski

Gopala Rao

Matthew Sullivan

Rohan Dwarkha

Graham McGonigal

Jeremy Banks

Various methods, apparatuses/systems, and media for automating deployment and configuration of contact centers are disclosed. A processor implements a cloud agnostic model-driven architecture, the architecture including at least a design-time environment and a run-time environment with corresponding combination of tools configured for delivery, development, and management of applications throughout systems; creates a cloud agnostic model configured to be executed on a plurality of cloud environments runtimes for an on-demand execution; on-boards and validates the cloud agnostic model in the design-time environment; tests, in response to a positive validation, the cloud agnostic model in the design-time environment; publishes, in response to a positive test, the cloud agnostic model on the run-time environment; activates the cloud agnostic model on the run-time environment; and creates, in response to activation, a multi-cloud contact center.

System and method for model-driven multi-cloud contact center

An Internet protocol (IP) telephony system terminates calls to certain groups of telephone numbers via multiple different telephony carriers. The IP telephony system will discontinue using a telephony carrier to terminate calls if the quality provided by the carrier falls below a threshold level. The IP telephony system includes a quality monitoring unit that determines when a particular group of telephone numbers are intrinsically impaired, such that no carrier could provide high quality when terminating calls to those numbers. In these circumstances, the IP telephony system adjusts the quality threshold to which a carrier's quality is compared when completing calls to the impaired numbers to account for the intrinsic impairment of the telephone numbers.

Systems and methods for adjusting carrier quality metrics for intrinsic impairments

Call detail records (CDRs) that are generated by different elements of an IP telephony system in connection with the same communication can be matched to one another using timing information contained in the CDRs. Other information in addition to timing information, and which is present in two CDRs relating to the same communication may be used in conjunction with timing information to match CDRs from the same communication. Also, information relating to the type of flow path that a communication follows through the elements of an IP telephony system may also be recorded in a final CDR that is created for each communication.

Systems and methods for matching call detail records for the same communication generated by different elements of an IP telephony system

The present technology is directed to systems and methods for integrating route and rank information into call detail records. The system receives information relating to a communication that is established between a first communication device and a second communication device. The information includes routing information for the established communication that includes at least a route identifier and a rank identifier. The system records the received route identifier and the rank identifier in a call detail record that is generated for the established communication. The route and rank information may be analyzed to for various purposes including troubleshooting and quality improvement.

Systems and methods for integrating route and rank information into call detail records

Systems and methods for adjusting carrier quality metrics for intrinsic impariments

Call detail records (CDRs) that are generated by different elements of an IP telephony system in connection with the same communication can be matched to one another using timing information contained in the CDRs. Other information in addition to timing information, and which is present in two CDRs relating to the same communication may be used in conjunction with timing information to match CDRs from the same communication.

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Holmdel, NJ, United States of America

Casem Majd